Responsibilities
Design, build, and maintain chatbot flows, IVR configurations, and low-code automation workflows (N8N, Make) to automate customer interactions across 9 countries - ensuring every solution is tested, documented, and measured before and after release.
Develop and maintain RESTful APIs used by bots and IVR systems (PHP current stack, expanding) maintenance, and managing releases via Git PR workflows.
Contribute to the evolution of PayJoy's Al platform - including Generative Al integrations, dynamic knowledge base management, agentic automation, and prompt engineering to continuously improve Bot Handle Rate, BSAT, and cost-per-contact metrics.
Collaborate with CX Operations stakeholders across multiple countries and time zones to translate business requirements into technical solutions - communicating clearly in writing and meetings, and producing technical PRDs and documentation in Confluence.
Participate in POCs for IVR platform migration (Amazon Connect, UJET) and support technical evaluation, configuration, and integration work as the team expands its cloud and CCaaS footprint.
Operate with full end-to-end ownership: manage backlog items in Jira within Scrum ceremonies, ship solutions with unit and integration tests, monitor post-release performance, and report impact metrics to demonstrate measurable business value.
Requirements
Software & Tools: PHP 8.x, RESTful APls (design & consumption), Postman, MySQL, Docker, Git (PR workflow, branching, releases).
Specific Knowledge: Experience with conversational Al and/or IVR platforms; understanding of Generative Al concepts and agentic automation; knowledge of SOLID principles, PSR standards, and best practices for PHP; familiarity with API documentation standards; experience working in CX, fintech, or operations-embedded technical teams operating across multiple countries and cultures.
Results Expected: Autonomous delivery of automation solutions end-to-end; measurable improvement in Bot Handle Rate, cost-per-contact, and BSAT metrics; well-tested, documented, and maintained code; proactive cross-functional collaboration with zero micromanagement needed; post-release monitoring and impact reporting for every solution shipped.
Skills: Adaptive mindset with ability to operate in both proactive engineering and reactive operational modes; strong async and sync written communication; high autonomy and end-to-end ownership mentality; data-driven approach to delivery; cross-cultural collaboration across time zones; stakeholder-facing confidence; customer-centric perspective; fluent English (required).
Desirable but not essential: Python, JavaScrip; N8N and/or Make (or equivalent low-code platforms), Zendesk Al Agents or similar chatbot platforms, Talkdesk or similar IVR platforms, Jira, Confluence; AWS basics (Lambda, CloudWatch); Amazon Connect or UJET experience; Spanish or Portuguese language proficiency; experience in fintech or financial services; background in CX or BPO-embedded technical roles;
Benefits
- 100% Company-funded Health for employees and immediate family members
- Life Insurance
- Indefinite-term contract
- 20 days of vacations, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone finance, headphone benefit, home office equipment allowance and wellness perks
- Catered lunches
Skills Required
- Undergraduate degree with 1-2 years experience in customer experience or structured environment
- Analytical skills for high impact initiatives
- Prioritization skills for managing efforts
- Ability to communicate effectively with stakeholders
- Proactive mindset
- Proficiency in English
PayJoy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PayJoy and has not been reviewed or approved by PayJoy.
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Fair & Transparent Compensation — Pay is considered market‑aligned for senior U.S. technical roles, and public salary bands help candidates benchmark and align expectations. Feedback suggests this transparency supports confidence that offers are competitive for role and location.
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Healthcare Strength — Company‑paid basic medical, dental, vision, life, and disability coverage is emphasized as a standout element versus many startups. Feedback suggests this reduces out‑of‑pocket burden and strengthens the core benefits foundation.
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Parental & Family Support — Paid parental leave and flexible hours are highlighted alongside dedicated time off. Feedback suggests these family‑oriented policies enhance the perceived completeness of the package.
PayJoy Insights
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being. Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
